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Cases / Update

  • Article
  • 3 minutes to read

Operation Information

Hornbill Integration Bridge method for updating a Case from the ServiceNow CSM Plugin. See the Now documentation for more information: https://developer.servicenow.com/dev.do#!/reference/api/washingtondc/rest/case-api#case-PUT-case.

This is a Premium Integration.

Authentication

This operation requires authentication, the details of which can be securely stored on your instance in a KeySafe Key of type ServiceNow Authentication.

To create a key of this type:

  • In the Configuration area of your Hornbill instance, navigate to Platform Configuration > Security > KeySafe;
  • Click on the + Create New Key button;
  • On the resulting Create New Key form, choose ServiceNow Authentication in the Type pick list;
  • Give the ServiceNow Authentication KeySafe key a Title (this is the name / identifier for the ServiceNow Authentication account as you will see it when using the cloud automation node in your workflows);
  • Optionally populate the Description field;
  • Populate the following fields accordingly, then click the Create Key button to create your new key:
Name Type Description
Instance Name string ServiceNow Instance Name
Username string Authentication Username
Password string Authentication Password

Revoking Access

If at any point you wish to revoke access to any of the above accounts from your Hornbill instance, just delete the relevant KeySafe key(s) from the KeySafe list.

Warning

This will revoke the rights of any existing Cloud Automation Node in your Hornbill Workflows that are using the revoked ServiceNow Authentication account, so you will need to manage these workflows accordingly.

Input Parameters

Display Name ID Type Description Required Supported Values
Case Sys ID sys_id string None provided Yes None provided
Account account string Account System ID No None provided
Additional Fields additionalFields array Any additional fields you wish to populate against the ServiceNow Case No None provided
Approval approval string Approval Required No approved, cancelled, duplicate, not_required, not requested, rejected, requested
Assigned To assigned_to string Sys_id of the person assigned to the case No None provided
Assignment Group assignment_group string Sys_id of the customer service agent group assigned to the case No None provided
Business Impact business_impact string Impact of the issue to the associated customer No None provided
Buiness Service business_service string Sys_id of the service record associated with the case No None provided
Category category string Case Category No Question, Issue, Feature
Cause cause string Cause of the issue No None provided
Closure Notes close_notes string None provided No None provided
Closed By closed_by string None provided No None provided
CMDB CI cmdb_ci string Configuration Item associated with the Case No None provided
Company company string Sys ID of the Company No None provided
Consumer consumer string Sys ID of the Consumer No None provided
Contact contact string Sys ID of the Contact No None provided
Contact Type contact_type string Contact Type No web, phone, email, chat, social
Contract contract string Sys ID of the Contract No None provided
Case Description description string The description of the case No None provided
Impact impact string Impact on Customer No High, Medium, Low
Notify Method notify string Method to use to notify contact/consumer No Do not notify, Send email, Telephone
Priority priority string None provided No Critical, High, Medium, Low
Probable Cause probable_cause string Probable Cause of the issue No None provided
Short Description short_description string Short Description of the issue No None provided
State state string Current state of the case No New, Open, Awaiting Info, Resolved, Closed
Upon Approval upon_approval string None provided No proceed, do_nothing
Upon Reject upon_reject string None provided No cancel, goto
Urgency urgency string Urgency of the case No High, Medium, Low
User Input user_input string Additional User Input No None provided

Output Parameters

Display Name ID Type Description
Case Number number string None provided
Case Sys ID sys_id string None provided
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